SUMMARY:

The Service Advisor contributes to the success of the dealership by providing customer communication and assistance within the service department; this is done by greeting service department customers, advising on necessary and recommended maintenance & repairs to be performed to the vehicle, properly documenting the customer’s requests and receiving authorization to perform work, dispatching and disseminating this information effectively to the technician responsible to perform said work, and keeping the customer in constant communication throughout the repair process. This is typically finalized by receiving complete payment and delivering the vehicle to the customer.

In addition to the service customer experience, the Service Advisor may assist in manufacturer warranty repairs/transactions, repairs paid for by service contract providers, and internal dealership reconditioning. The position interacts with many people on a daily basis, including with service technicians, parts department personnel, accounting personnel, sales & finance department personnel, third party vendors, and customers. Excellent customer service skills should be demonstrated at all times.

DUTIES AND RESPONSIBILITIES:

Your primary job description will be to assist the customer through the vehicle service experience, per the company standard and guidelines. The following job duties are expected from a service advisor, you are assigned to assist and oversee the following duties:

• To assist in waiting on and managing customers in superior guest treatment as they interact with our dealership and maintain a professional work environment
• To be consistent with the greeting process, performing effective customer vehicle walkarounds, and properly completing the service write-up/repair order (including obtaining customer acknowledgment signatures on every RO)
• A timely, consistent completion of the vehicle multi-point inspection (MPI) and presentation of such to the customer, including providing recommendations for services to be performed
• Ensure that all work is completed as agreed upon by the customer, and that the customer receives a high level of communication throughout the repair process
• Responsible for completing the repair process by thoroughly documenting all activities performed, including declined services and/or recommendations for future services, on every repair order and obtaining acknowledgement from each customer
• Ensure that all payments for repairs are complete prior to releasing of any vehicle
• Creating and maintaining a positive relationship with customers, ensuring that department staff is helpful, as well as making customer satisfaction a priority to ensure referral and repeat business
• Working directly with customers and warranty clerks to administer warranty claims, as well as understanding and applying warranty guidelines
• Daily attendance of required huddle meetings and completion of daily to-do list of any follow up items
• Clear communication with service management and switchboard when arriving and/or leaving for the day or even when on a break
• Be readily committed to obtain assistance from a Manager to assist with any customer concerns that may arise
• Merchandise and tidy service write-up area and customer waiting areas
• Control and update the log for all customers you interact with to ensure accuracy and current information. The daily goal is 100% of the data is on the log
• The closing of service maintenance & repairs sales using policies as outlined in the company’s approved processes & guidelines
• Review role play and process training periodically with another advisor or manager
• Duties are subject to change as directed by ownership or as needed to ensure customer satisfaction

QUALIFICATIONS: Must work well under pressure, be action and results-oriented, and possess strong organizational skills, time management skills, and the ability to multitask. Must have distinguishing behavior while putting the customer first, working well with others, leading courageously, developing continuously, and achieving results. Management and leadership skills and training is preferred.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) and experience in an automotive dealership service department is preferred but not required. Working knowledge in Microsoft Office including Outlook, Word and Excel and possessing the ability to navigate through multiple windows and multiple software systems & 10-key experience is preferred.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. The individual must be able to read and write routine reports and correspondence. The individual must be able to speak effectively amongst a group of customers or employees of the organization.

REASONING ABILITY: Ability to understand & carry out instructions furnished in written, oral, or diagram form. The individual must be able to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual will work at a desk in an office setting for most of the shift. S/he will spend several hours a day speaking to clients and internal staff selling, problem solving and making appointments. Professional personal appearance is required.

Job Type: Full-time

Pay: $50,001.00 - $61,998.00 per year

Day range:

• Every weekend
• Weekend availability

Shift:

• Day shift
• Evening shift

Ability to commute/relocate:

• Myrtle Beach, SC 29579: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Service Advisor: 1 year (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

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